Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The lock failed after two years. I tried changing the batteries, resetting the lock, and calling customer support, but nothing worked. Customer support mentioned that the electronic component is only expected to last for two years. This means the lock can fail at any time, and there is no warranty coverage for the failing electronic component after two years which is a shock to me that their ad mentioned for 5 5-year warranty.
  
  As a smart lock powered by batteries, the electronic component is only designed to last for two years—which means you’ll have to purchase a new one every two years if it fails which is totally unacceptable.
  
  After talking to customer services, they only offer me a 40% discount for purchasing a new lock. This is unacceptable to me - this is selling a product with misleading information and I do believe they should replace the unit free of charge.

  Business Response

  Date: 04/16/2025

  Hello,

  Thank you for reaching out and bringing this matter to our attention. My name is ****** ****** and I’m the National Customer Success Manager here at Lockly. I want to personally apologize for the issue you’ve experienced with your lock and for the inconvenience it has caused.

  After reviewing your case, it appears the issue is related to an electronic malfunction. Unfortunately, your lock is no longer covered under the original warranty. That said, we truly value you as a customer and want to provide a resolution that reflects our commitment to your satisfaction.

  As a courtesy, we initially offered you a 40% discount on the purchase of a new lock. This discount can be applied to the same model or any other model of your choice, excluding the Zeno Series.

  Since you were not satisfied with that solution, we are willing to offer a courtesy replacement, which will include a 6-month warranty for added assurance. However, as the original unit is no longer under warranty, we are unable to provide a full-term warranty on the replacement.

  Please let us know how you’d like to proceed—we’re here to help and committed to making this right.

  Warm regards,

  ****** *****
  
  National Customer Success Manager
  
  Lockly

• Initial Complaint

  Date:11/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding Locklys failure to provide refund instructions as promised.I purchased a lock from Lockly. Shortly after, the company launched a Black Friday deal that would have saved me $100. When I asked about a price match, they refused. I then inquired about returning the lock to repurchase it under the deal. Instead, they offered me a complimentary sun visor, which I declined. I requested a refund, and they assured me it was possible.On November 15, I contacted an agent named ***** via chat to request return instructions but received no response. On November 18, I sent another message, then called customer service. Three separate agents told me the issue would be addressed, but I never received the promised email with instructions.On November 20, I emailed the company, giving them 48 hours to provide return instructions. On November 21, ***** called me, saying they could now offer the Black Friday price match. I declined and reiterated my refund request. ***** promised to email the return instructions immediately, but I have yet to receive them, over 8 hours later.Locklys repeated delays and lack of follow-through are unacceptable. Please assist me in resolving this matter and ensuring I receive my refund.Sincerely,***** ******

  Business Response

  Date: 11/22/2024

  Hi *****! 

  We sincerely apologize for any trouble or misunderstanding regarding your recent order and Black Friday promotion. We strive to provide the best possible experience for all our customers, and we're truly sorry for any frustration caused.
  As stated on our website, our promotional offers are valid only at the time of purchase and not on previous orders. Initially, our agent followed this policy. However, once I became aware of your situation, I personally instructed the agent to make an exception and honor the promotion by providing you with the $60.99 discounted refund for the Black Friday Sale.

  It appears that you declined this offer and instead opted to return the product. We promptly issued a return label to you via email on Tuesday, 11/19, at 3:10 PM.

  Once the return is received, we will issue a full refund for the order. If you wish to change your mind and keep the product, not only will I honor the discounted refund, but I will also add in an Amazon Gift card of $30 for your troubles. 

  We appreciate your understanding and patience, and if you have any further questions or concerns, please don't hesitate to reach out to us directly. We're here to help!

  Warm regards,

  ****** *****

  National Customer Success Manager

• Initial Complaint

  Date:10/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My lock failed to work. For security I had to remove it from the front door and install a replacement lock. Instead of the company returning my full refund they said they had to deduct a 40% restocking fee. I should get the full amount $410.00 returned and only be deducted the shipping fee. However, to avoid the hassle of shipping, I agreed to receive 60% of my purchase price. They only returned $160 and owe me the balance which is approximately another $100.

  Business Response

  Date: 10/03/2024

  Hello ******, 

  Thank you for your patience as we work to resolve your concerns regarding the refund for your Lockly product.
  
  I understand that you encountered issues with the lock and have since installed a replacement. I want to clarify that, as part of our warranty process, troubleshooting is typically required before we can process a return. This step is crucial in ensuring that all options are explored before deciding on a refund.
  
  That said, we appreciate your willingness to avoid the hassle of returning and your agreement to receive a partial refund. We are prepared to issue you the difference you are owed to ensure you receive a total refund that reflects our previous agreement (with the restocking fee).
  
  Thank you for your understanding.
  
  Best regards,

  Customer Answer

  Date: 10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  point of clarification:

  The distributor has made conflicting claims in phone calls and emails to me. They agree the product doesnt need to be returned and then say it needs to be returned?!

  In this instance, the 40% loss of value that Im suffering is not from a restocking fee it is from a non-compliance fee.

  re-stocking fees are used when a consumer changes their mind and seeks to return a product.

  There is no re-stocking in this situation.

  For security reasons and egress, I couldnt wait for the distributer to test/troubleshoot the lock before replacing it with a more robust lock.

   The lock failed to respond to physical touch/wouldnt lock or unlock and I needed to install a replacement immediately. 

  The delicate lock was located on the front door of my house and was directly exposed to the elements. In my opinion, it failed to operate because of florida weather (extreme heat and driving rain).
  

  my other Lockly lock is installed on my condo door inside an air conditioned hallway. It still works fine after several years.

  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I have an issue with the “bait and switch” pricing of your products in ********* stores. Several of your products are listed as clearance (photo / price tag attached) however during the checkout process it shows a different price. According to **** ***** Lockly have change the barcode and packaging on certain items. Although it's the same product because if the new barcodes they can't honor the sale or clearance prices.
  For example the
  LOCKLY SECURE PRO SMART
  LOCK SN is on sale for $80.03
  
  LOCKLY MODEL S LATCH -SN Is on sale for $48.03
  
  LOCKLY MODEL-S DEADBOLT
  PGD7SMB on sale for $45.03
  
  I am contacting attempting to resolve the false advertising in hopes for a price match or honor of the sale price

  Business Response

  Date: 09/30/2024

  Hi Christopher, 
   
  Thank you for bringing this matter to our attention. We’re sorry to hear about your experience with our pricing at **** *****. To assist you better, could you please let us know which store location you visited?
   
  We’re escalating your concerns to our retail team to gather more information and work towards a resolution. Your feedback is important to us, and we want to ensure that this issue is addressed appropriately.
   
  Thank you for your patience, and we look forward to resolving this for you.
   
  Best regards,
  
  ****** *****
  National Customer Success Manager

• Initial Complaint

  Date:08/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased December 2022 from Best Buy. Problem with lock not sitting flush with door. After period of time the gap allowed moisture to enter the lock causing it to become inoperative. The issue has been ongoing. The lockly customer service recommended I purchase a new lock to secure my home and they would issue a refund with the refund request form, however they still have not issued a refund.

  Business Response

  Date: 09/12/2024

  Thank you for taking the time to share your concerns with us. My name is ***********************, and I have recently taken over the customer service team at **********************. I want to personally apologize for the frustration you've experienced and assure you that we are working diligently to provide a much-improved customer experience moving forward.
   
  As part of the new direction, I am leading, we are making significant changes to improve our customer support processes. We are actively enhancing our communication, response times, and overall service experience, so situations like yours are handled more swiftly and effectively in the future.

  While the refund was delayed due to a death in the department, we should have had the request escalated and apologize if it took longer than expected. 

  I have attached the proof of refund (minus the restocking fee) due to it being outside of the warranty. 

  Once again, we apologize for the inconvenience this situation has caused. We value your feedback and are committed to improving our service based on your experience. 

• Initial Complaint

  Date:06/07/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It has been over a month since I purchased the Next-Gen Video Smart Lock by Lockly, eagerly anticipating its arrival. However, to my disappointment, the long-awaited delivery has yet to materialize. It has come to my attention that an error occurred during the checkout process, resulting in the incorrect address being associated with the order. Despite the significant investment of $543 in this advanced locking system, it appears that the package was inadvertently sent to a former address via *****.
  
  Regrettably, I was unaware of this issue until approximately two weeks after the intended delivery date. Upon discovering the misdirected shipment, I promptly visited the previous address in an attempt to retrieve the item, only to learn that it had been returned to *****. Despite my efforts to resolve the matter with *****, I have been informed that there is no record of the package.
  
  Subsequent communication with Lockly's customer support team has yielded no viable solution, leaving me disheartened and frustrated by the lack of accountability and assistance. It is deeply concerning that, despite my considerable expenditure, I am left without recourse or resolution. As a consumer, I find it unacceptable that I am burdened with the responsibility of rectifying this situation.
  
  This experience has been both exasperating and disheartening, leading me to reconsider any future transactions with Lockly.

  Business Response

  Date: 09/12/2024

  Hello **********,

  Thank you for taking the time to share your concerns with us. My name is ***********************, and I have recently taken over the customer service team at **********************. I want to personally apologize for the frustration you've experienced and assure you that we are working diligently to provide a much-improved customer experience moving forward.
   
  As part of the new direction, I am leading, we are making significant changes to improve our customer support processes. We are actively enhancing our communication, response times, and overall service experience, so situations like yours are handled more swiftly and effectively in the future.

  We sincerely apologize for the inconvenience and frustration youve experienced with your order for the Next-*************** Lock. We understand how disappointing it must be to encounter these issues, especially given the significant investment you made.Our records indicate that the package was indeed marked as delivered and a photo of the delivery was taken (Attached). However, it appears there was a discrepancy in the delivery address associated with your order, which unfortunately led to the package being sent to a former address. We tried to place a request with our warehouse to contact the carrier to redirect the package, but it was too late. The package was marked as delivered to the address on the order. 

  We recognize the challenges you faced in retrieving the package after discovering the issue. Our team is committed to resolving such matters to ensure a satisfactory outcome for our customers. In the event a package is stolen from a property after being delivered successfully, we ask the customer to file a claim of investigation with the carrier. Once they provide the claim number, we will be able to take further action. Since this has happened a few months ago, it may now be too late. 

  To address your concern, we would like to offer the following steps:
  Replacement: We can process a replacement order for the Next-*************** Lock. Please let us know your preference, and we will expedite the process.

  Once again, we apologize for the inconvenience this situation has caused. We value your feedback and are committed to improving our service based on your experience.

  Thank you for your patience and understanding.

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a digital lock for my front door in 9/2020. The lock was sold with a 5 year limited warranty. The fingerprint scanner stopped work within the last 30 days. I reached out to the company and was told the warranty for the working parts is only 2 years and that the 5 years is basically for the surface. This was a shock and suprise to me. To sell a product like it comes with a 5 year warranty and have it only cover very little is bad business. The company is apologizing for the misunderstanding and offering 50% off a new product. This is unacceptable to me - this is selling a product with misleading information and I do believe they should replace the unit free of charge.

  Business Response

  Date: 09/12/2024

  Hi ****, 

  Thank you for taking the time to share your concerns with us. My name is ***********************, and I have recently taken over the customer service team at **********************. I want to personally apologize for the frustration you've experienced and assure you that we are working diligently to provide a much-improved customer experience moving forward.

  As part of the new direction, I am leading, we are making significant changes to improve our customer support processes. We are actively enhancing our communication, response times, and overall service experience, so situations like yours are handled more swiftly and effectively in the future.

  In regard to the lock, we recognize that it fell outside of our limited warranty, however, we want to make things right and we are willing to offer you a replacement lock at no charge. While I understand that at one point a refund was requested, our warranty policy generally covers repairs and replacements for defective units rather than refunds after such an extended period. However, I am committed to providing a resolution that brings this to a close as quickly and smoothly as possible.

  Please let me know if you'd like to proceed with the replacement, and I will ensure it is expedited for you. Once again, I deeply regret the difficulties you've encountered, and I am confident that the changes we're making will lead to a much better experience for you and all of our customers.

  Thank you for your patience and for giving us the opportunity to make things right.
  Best regards,
  ***********************
  National Customer Success Manager
  Lockly - The Worlds Most Advanced Smart Lock
  Email: ************************************** | www.lockly.com 

  Customer Answer

  Date: 09/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  please let me know what i need to do to get the replacement.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Lockly Secure Plus Smart Latch Lock. When it stopped working and trapped us inside the house I contacted Lockly Customer Support for replacement under warranty. They initially offered 35% discount on future locks. When responded I wanted replacement under warranty the responded with counteroffer of 50% off future orders. They never provided any codes or coupons for these discounts and never resolved the issues or honor the warranty. Being trapped in the house unable to unlock the front door from inside or outside posed a safety hazard for my family and it also is no longer securing the property since we had to pry it open to get out of the house.

  Business Response

  Date: 09/12/2024

  Hello *******, 

  My name is ***********************, and I recently took over the customer service team at **********************. I want to sincerely apologize for the safety concerns and frustrations you've experienced with your Lockly Secure Plus Smart Latch Lock. I understand how troubling it must have been to be unable to unlock the door, posing both a safety risk to your family and a security concern for your home. This is certainly not the experience we want for our customers.
  I also recognize that when you initially reached out to our support team, the resolution offereda discount on future purchasesdid not address your primary concern for a replacement under warranty. I can see how this situation has been disappointing, and I regret that it was not handled appropriately. Im committed to ensuring that you receive the support and resolution you deserve.

  As part of the new direction, I am leading, we are implementing improvements to our customer service processes to ensure that warranty claims are addressed properly and in a timely manner. Were also enhancing our communications to ensure clarity and prevent situations like this from happening again.

  To address this issue directly, I do see that you were able to place an order for 50% off the first lock but it seems like you did not get the same for a second lock. I would like to offer the same discount on the newer line we just launched this past month with facial recognition. Please let me know if you would like to proceed, and I will personally ensure that this is handled as a priority.

  Once again, I apologize for the inconvenience and safety concerns this has caused you. We are making significant changes to provide a much better experience for all of our customers, and I appreciate your patience as we work to resolve this for you.

  Thank you for bringing this to my attention, and I look forward to getting this resolved for you.

  Best regards,
  ***********************

  National Customer Success Manager
  Lockly - The Worlds Most Advanced Smart Lock
  
  Email: ************************************** | www.lockly.com 

• Initial Complaint

  Date:10/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased one of Lockly's Secure Pro Wi-Fi Smart Lock Pin Genie for $270.11 and contacted the company that within a month of purchasing the product it completely failed to operate and was completely defective. After several months of email exchange the company agreed to refund me the company has now had the item I shipped back to them in August 2023 and continuously tells me my refund is on its way to me but it is now October 23, **** and I have not received my refund.

  Business Response

  Date: 09/12/2024

  Hello ******, 

  Thank you for taking the time to share your concerns with us. My name is ***********************, and I have recently taken over the customer service team at **********************. I want to personally apologize for the frustration you've experienced and assure you that we are working diligently to provide a much-improved customer experience moving forward.

  I understand there was a delay in your refund. While we received the return in August, please note, we forward the refund request to our accounting team and it can usually take 3-7 business days to be processed, in the order it is received. 

  We definitely dropped the ball on the delay in refunds and that should've never happened! As part of the new direction, I am leading, we are making significant changes to improve our customer support processes. We are actively enhancing our communication, response times, and overall service experience, so situations like yours are handled more swiftly and effectively in the future.

  Attached is the proof of refund: 

  Thank you, 

  ***********************
  National Customer Success Manager
  Lockly - The Worlds Most Advanced Smart Lock
  
  Email: ************************************** | www.lockly.com 

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to complain about a malfunctioning Lockly lock that I purchased in April 2021. The lock was advertised as being easy to install, but I encountered problems when I tried to install it myself. The template that Lockly provided did not fit my door, and the locksmith that Lockly appointed to install the lock said that it was the wrong template. As a result, the lock was not installed until December 2021.The fingerprint reader on the lock began to fail in March 2023. I tried to troubleshoot the problem using the official Lockly troubleshooting steps, but I was unable to fix it. I contacted Lockly customer support in July 2023, and they instructed me to reset the lock. However, after resetting the lock, it would no longer connect to Wi-Fi.Lockly customer support has offered to send me a replacement lock, but they have refused to reimburse me for the cost of the locksmith who installed the original lock. I believe that this is unfair, as the problems with the lock are clearly not my fault.At one point Lockly offered a replacement, and I decided a refund would better suit all of our problems. They they turned their back on the replacement offer (Still they wouldn't acknowledge the unfair cost of the locksmith).I live in a dead-end apartment with a completely enclosed hallway, and no windows. This means that the lock has been in a perfectly closed environment since it was installed. There are no elements that have any ability to come in contact with the lock, and it is clear that the malfunction is a manufacturing defect or a technical glitch.I am requesting that Lockly repair the lock or send me a replacement lock at no charge. I am also requesting that Lockly reimburse me for the cost of the locksmith who installed the original lock.Thank you for your time and consideration.

  Business Response

  Date: 09/12/2024

  Hello ******, 

  Thank you for taking the time to share your concerns with us. My name is ****** *****, and I have recently taken over the customer service team at **********************. I want to personally apologize for the frustration you've experienced and assure you that we are working diligently to provide a much-improved customer experience moving forward.

  I understand the challenges you faced with the installation of the lock due to the incorrect template, as well as the issues with the fingerprint reader and Wi-Fi connectivity after resetting the lock. I completely recognize how disappointing this must have been, and I want to assure you that we are here to make things right. While we strive to provide solutions that fit most door setups, it appears that in this case, the provided template did not meet your needs, and we regret the inconvenience this has caused. As per our policies, we typically do not cover third-party locksmith costs. That said, I completely understand why this has added to your frustration, and I will ensure this feedback is passed along for consideration in our future service improvements.

  In regard to the lock malfunction, we recognize this falls under our warranty within a specific time frame, and since you are outside of that warranty, we are willing to offer you a replacement lock at no charge. While I understand that at one point a refund was requested, our warranty policy generally covers repairs and replacements for defective units rather than refunds after such an extended period. However, I am committed to providing a resolution that brings this to a close as quickly and smoothly as possible.

  As part of the new direction, I am leading, we are making significant changes to improve our customer support processes. We are actively enhancing our communication, response times, and overall service experience, so situations like yours are handled more swiftly and effectively in the future.

  Please let me know if you'd like to proceed with the replacement, and I will ensure it is expedited for you. Once again, I deeply regret the difficulties you've encountered, and I am confident that the changes we're making will lead to a much better experience for you and all of our customers.

  Thank you for your patience and for giving us the opportunity to make things right.

   

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 20522701
  
  I am rejecting this response because:
  I need a replacement please. My updated shipping address is

  *****************

  *******************
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/17/2024

  Hello, 

  We have emailed you today at 5:16AM EST with the replacement information. 

  We do need you to respond to our email with the requested information so we can proceed: Please find the email we have sent you this morning below. 

  --------------------------------------------------

  Hi ******,
   
  I hope this message finds you well. Just a friendly reminder that we haven't received a response to our previous email.
   
  Im very sorry to hear that the issue is still persisting and for any inconvenience this has caused.  Our management approved a lock replacement as one-time courtesy.  To get started, please provide the following information:
  Proof of Purchase (Lockly order number or a photo of the receipt from another retailer) or a copy of your photo ID in place of a receipt.
  Please complete the *** form through this link: Return Merchandise Authorization Form (**********) 
  Once I receive this information, I will proceed with the replacement, and you will receive an email with the order information for the replacement lock.
  
  Warm regards,
  Sol P.
  Customer Support Lead
  Email: *********************************************************
  Phone #: ************
  Customer Service Hours: Around the clock [24/7]